We are looking for a Support Specialist to join our geo-distributed team and provide end-user support to EPAM's clients. We support more than 20 clients worldwide across Healthcare, e-commerce, Retail, Travel, Technology, and other industries. Our team serves as a single point of contact for user requests and queries related to the applications and systems we support. As a Support Specialist, you will analyze, diagnose, and resolve tickets/incidents, ranging from straightforward questions to more complex technical issues, using ITIL best practices and a wide range of ticketing tools. The role also involves processing all types of service requests, communicating proactively with businesses, and updating the knowledge base.
Responsibilities Log incoming tickets, sort them by category, perform initial assessment, and either resolve them directly or pass them along to higher-tier support when needed
Manage incoming alerts, email correspondence, and phone inquiries as they arise
Keep watch over application health status and provide support to maintain stable system performance
Spot missing or outdated information within the Knowledge Base, flag it appropriately, and help keep content current
Take part in supplementary support duties, including help with reporting, reviewing ticket quality, analyzing ticket trends, joining process improvement discussions, and attending team meetings
Communicate with end users to gather additional details needed to accurately diagnose reported problems
Keep stakeholders informed on the status of open requests and expected resolution timelines
Follow documented procedures to ensure consistent handling of recurring issue types
Recognize patterns in recurring problems and bring them to the attention of relevant teams
Help onboard new team members by sharing insights on tools, processes,



and support workflows
Requirements A minimum of two years of relevant professional work experience
Fluent command of English at a B2 level or higher, with strong verbal and written communication skills along with polished phone etiquette
Well-developed analytical and research capabilities, paired with a proactive mindset toward tasks and challenges
Comfortable working within a team setting, demonstrating a strong sense of ownership, resilience under pressure, and flexibility when circumstances shift
Intermediate or more advanced familiarity with MS Windows and the Office Suite
Willingness to work flexible schedules, including weekends, holidays, and early or late shifts, as well as a hybrid arrangement involving two days in-office where applicable
Nice to have Prior background in either customer service or technical support roles
Familiarity with ITIL principles and practices
General awareness of networking fundamentals, cloud platform concepts, and hands‑on experience using ITSM tools
We offer International projects with top brands
Work with global teams of highly skilled, diverse peers
Healthcare benefits
Employee financial programs
Paid time off and sick leave
Upskilling, reskilling and certification courses
Unlimited access to the LinkedIn Learning library and 22,000+ courses
General career opportunities
Volunteer and community involvement opportunities
EPAM Employee Groups
Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn
EPAM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, protected veteran status, or any other characteristic protected by applicable law.

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📌 Support Specialist (Colón)
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📍 Colón